Optimization Of Customer Satisfaction Management System Of Call Center Of Hunan Mobile Corporation

The current mobile communication industry competition is intense,customers are increasingly demanding for mobile communication service quality,customer satisfaction management system to continuously optimize.Based on this,this article to mobile company call center of Hunan province as the research object,10086 hotline customer satisfaction management as the main clue,the integrated use of customer satisfaction management theory and method of customer satisfaction measurement based on call center in Hunan mobile company existing investigation data and information,analysis the present situation of the mobile company call center satisfaction management system of Hunan province,problems and reasons,customer satisfaction management system optimization scheme and guarantee measures are put forward.The paper first introduces basic situation of mobile company call center operations management in Hunan province and the index system,this paper call center business process management system to customer satisfaction and customer satisfaction KPI assessment system of the status quo,analysis of call center customer service representative ability,easy to get through perception,system function authority,customer satisfaction management system problems such as traffic busines s consulting.Then,demonstrate Hunan mobile company call center customer satisfaction management system optimization design of main objectives,basic principles and basic train of thought,this paper,marketing and complaints of the service industry customer satisfaction management system of the optimized design scheme.Finally,this paper discusses Hunan mobile company call center satisfaction management system optimization scheme of the implementation of the background,basic thinking,basic steps,safeguard measures and the expected effect.This paper puts forward that,in the process of optimization scheme,to improve NPS.In this study,we develop and implement the customer satisfaction management system of Hunan Mobile Corporation call center from three dimensions of service marketing and complaint.As for the call center of the mobile communication industry,both the optimization of customer satisfaction management system and the improvement of customer satisfaction have certain reference significance.